Complaints Process | Bibby Financial Services

We do our best to resolve any client issues

As a client of Bibby Financial Services, you deserve the highest standard from us. Most of the time we achieve this, but sometimes things can go wrong.

You have a right to make a complaint if our service doesn't meet your expectations. If you are unhappy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our step-by-step complaints process is designed to be quick, simple and fair.

We appreciate feedback on all aspects of our service. Please contact us to leave your suggestions for improvement.

Get in Touch

Step 1: Get in touch with your dedicated point of contact

Please let us know what your complaint relates to and how you think it should be resolved, either:

by calling your dedicated relationship contact
via e-mail to your dedicated relationship contact
by writing to the office where your account is managed

We will then contact you to discuss your complaint and gather all the information that will help us to investigate the issue you have raised. We aim to resolve any complaint within 48 working hours and promise to keep you informed throughout the process. We will call you to explain what we are doing to resolve the issue and will also respond to you in writing.

Complaint escalation

Step 2: An escalation process is in place if you are not satisfied with the way that your complaint has been managed. We aim to resolve complaints within 48 working hours. However, if this is not possible it will be passed to a senior manager who will investigate further and aim to provide a solution within a further 48 working hours. If your complaint is not resolved to your satisfaction, it will be escalated to a senior director, who will contact you to discuss your concerns and provide a mutually agreeable solution within 5 working days.

Client Feedback

Step 3: If you are happy with the way we managed your complaint, any feedback you may have will help us in the future. You can leave your suggestions for improvement here.

Code of Conduct

As a member of UK Finance, we abide by its Code of Conduct at all times. In addition to our complaints process, the Code of Conduct is complemented by an independent complaints procedure for any business that feels they may have been treated poorly by a member. This is independently arbitrated and managed by CEDR Services.